Job
Description
About AiSensy AiSensy is a WhatsApp based Marketing & Engagement platform helping businesses like Skullcandy, Vivo, Rentomojo, Physicswallah, Cosco grow their revenues via WhatsApp. Enabling 100,000+ Businesses with WhatsApp Engagement & Marketing 400cr+ WhatsApp Messages done between Businesses and Users via AiSensy Working with top brands like Skullcandy, Vivo, Rentomojo, Physicswallah & more High Impact as Businesses drive 25-80% Revenues using AiSensy Platform Mission-Driven and Growth Stage Startup backed by Marsshot.vc, Bluelotus.vc & 50+ Angel Investors We are on a mission to deliver exceptional customer experiences, and we are looking for an Assistant Manager – Customer Support to lead and scale our support operations. Key Responsibilities: Team Leadership: Lead, mentor, and manage a team of customer support representatives. Conduct regular performance reviews, set KPIs, and monitor team performance. Identify training needs and provide ongoing development opportunities for team members. Customer Experience: Ensure a seamless and high-quality customer experience by proactively addressing concerns and driving satisfaction. Handle escalated issues directly and resolve complex customer concerns. Maintain and improve self-service resources like FAQs and a knowledge base. Operational Excellence: Develop and scale support processes, policies, and best practices. Improve support efficiency and response times using data-driven insights. Forecast staffing needs and allocate resources to meet customer demands. Collaboration: Work closely with product and sales teams to align support operations with customer needs. Provide feedback to product teams based on customer insights and challenges. Analytics and Reporting: Track and analyze key support metrics such as response time, resolution rate, and customer satisfaction scores. Prepare weekly and monthly reports highlighting trends, insights, and areas for improvement. Continuous Improvement: Identify and implement process improvements to enhance support quality and customer experience. Stay updated on industry trends and best practices to ensure competitive support strategies. Qualifications: 4+ years of experience in customer support, with at least 1-2 years experience in managing a team (preferably in a B2B SaaS environment). Proven track record of managing and scaling customer support teams in fast-paced environments. Strong leadership, coaching, and motivational skills. Exceptional verbal and written communication abilities. Proficiency in customer support software (e.g., Zendesk, Freshdesk, Livechat) and CRM tools. Analytical mindset with the ability to interpret data and drive decisions. Customer-focused and empathetic, with a strong drive to deliver top-notch support experiences. High level of organizational skills and the ability to multitask effectively. Adaptable and able to prioritize and perform well under pressure. Why Join AiSensy? Be a part of a mission-driven, fast-growing startup shaping the future of customer engagement. Collaborate with a young and dynamic team. Opportunity to grow your career while leading impactful customer support initiatives. Apply Now: Join our journey to redefine customer success at AiSensy! Show more Show less
